Firstly, we are very sorry for your loss and send our sincere condolences. We apologise that you felt you had a negative experience at Snapethorpe Hall.  Moving into a care home can be very unsettling and especially for people living with dementia. We work hard to get to know people and support them to settle in as quickly as possible, unfortunately for some, this can take longer and may impact on their health if they are not able to understand.  We will use your feedback to help staff understand the experience you as a family have had and this will help us to develop our approach in the future.